Access Problems
Off-Campus Access Troubleshooting
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If none of these steps work for you, or your problem is not listed,
please call (479) 788-7200 or 1-800-935-9341, during regular hours, or contact the Library by email for assistance.
Your "Internet Browser" is the program you use to access the Internet. For Windows users, the most common one is 
Internet Explorer, but there are alternatives.
Library pages have been tested for viewing with:
 Firefox 2.0.0.1 or later, plus Java plugin
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 MS Internet Explorer 6 with Service Pack 1 or 2(You must get SP1 and upgrade to SP2 from that) |
WARNING: at this time, Microsoft Internet Explorer 7 does NOT work completely with Electronic Reserves and some other campus programs.
If you are using another version of these, OR A VERSION OF THESE GIVEN TO YOU BY YOUR INTERNET SERVICE PROVIDER (which may have been altered/limited),
or another browser, you may not be able to access all the services. Most of these are a free download from the sites linked.
How to check your browser version.
Microsoft Internet Explorer users ALERT!
Microsoft is known to issue patches and upgrades which may have unforeseen side effects on your Internet Explorer browser,
and may sometimes block access or printing from library services.
You may try using one of the other browsers above instead if you are having trouble when using Internet Explorer.
 Mac(intosh) users please click here. |
 America OnLine (AOL) users please click here. |
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| Those with older versions of Windows before XP (such as 95 or 98) computers or browsers, or using a browser from  MicroSoft Network (MSN), need to update to one of these browsers now. |
Other browsers, cellphone/PDA users click here first. |
For viewing PDF files online or in Electronic Reserves, you will need 
installed. This is free to download (click on the button)
and is also available on the Library Software CD-ROM.
Sometimes a version of the Acrobat Reader has problems working within your browser to view files. There's a solution to that:
Try to download the PDF file again, and give permission to open it in the Reader.
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If you have reached the Library systems during this semester from a computer on-campus, but are not able to do so from off-campus (home or office or elsewhere), consider the following:
Differences in any of these factors might be the problem. If not, try these:
Microsoft Internet Explorer users ALERT!
Microsoft is known to issue patches and upgrades which may have unforeseen side effects on your Internet Explorer browser,
and may sometimes block access or printing from library services.
You may try using one of the other tested browsers instead if you are having trouble when using Internet Explorer.
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If you have reached the Library systems during this semester from off-campus, but are not able to do so now, consider anything that might have changed.
Differences in any of these factors might be the problem. If not, try these:
Microsoft Internet Explorer users ALERT!
Microsoft is known to issue patches and upgrades which may have unforeseen side effects on your Internet Explorer browser,
and may sometimes block access or printing from library services.
You may try using one of the other tested browsers instead if you are having trouble when using Internet Explorer.
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There are two kinds of passwords used on campus.
ONE: You have a campus network login, which includes the name and the changing password given to you at registration.
This allows you to login to the campus computers, and automatically sets up your privileges on that computer.
This also allows you to use the campus email and information system called LionsLink.
You will need to change your password when you receive an email on LionsLink that your password is about to expire. This is a security feature that protects you and keeps unauthorized persons from using your email and services.
The campus network login is updated using LionsPass which is supervised by the Computer Help Desk.
TWO: You have a student identification number, which is on your paperwork and on your student i.d. card.
This number is usually shown beginning with an @ symbol and eight digits. For example: @00054321 You may also see it in some places with a two zero instead of the @ symbol. Using the same example: 2000054321
To access library services (which operate on a different computer), you use this number, beginning with the @, as your password.
The Library gets this number after you register, but there may be a delay in getting it into the Library's computer system, depending on the date and time you registered.
You can check to see if you are in the Library system by going to the patron information page, logging in with your information, and seeing if the Library computer has you on file.
REMEMBER: if you still had obligations left from an earlier semester at the beginning of this semester, you may be blocked from using the Library services until you clear up your obligations. Librarians have long memories about such matters, so come in to the Library or call 479-788-7206 / 1-800-935-9341 to discuss it.
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Are you getting a message that Windows is blocking something for security reasons to protect you? This may appear in a colored (often yellow) line across the top of the browser screen.
The default settings, especially after upgrading to a new version of a browser, may be set too high and not make exceptions for safe web sites such as the library. You can change these yourself.
To change security settings, select your browser from the list:
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Internet Explorer may have security set too high to use the Library site properly and allow Library popup messages. You need to let IE know that the library site can be trusted.
You can add a site manually to the Trusted Zone by:
The university site is "http://www.uafortsmith.edu and the library site is "http://libcat.uafortsmith.edu". Enter both of these, one at a time, as Trusted Zone sites. You should only need to do this once, normally - then IE should trust these sites in the future.
Note: if you get a popup saying only "https" sites are allowed, be sure to uncheck the Require server verification box so it is blank.
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You can tell Firefox to trust the library web site and allow it to show popup messages and install the applets to run Electronic Reserves in the following steps:
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Remember - you must be registered THIS SEMESTER and the semester must have already begun to use these resources!
When the semester ends, you cannot use the Electronic Reserves unless you make special arrangements with the Library.
Remember that you must be currently registered in this semester student / faculty / staff in order to use Electronic Reserves and this must be during a semester - not between semesters. Being registered in past or future semesters does not count.
If you are currently registered this semester, then:
You may not be in the Library's system if:
To check if you are in the Library's system, go to the Patron Information screen and login with your student number. If you cannot get your name to appear, you are not in the Library's system yet, and need to bring your schedule to the Library circulation desk to be entered, or call 479-788-7206 / 1-800-935-9341.
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Reason: The most frequent cause of this is refusing permission to the Acordex popup screen.
When you click on the link to an article, you should see a popup window something like this (it may differ according to your version of Windows):
You may also get other popups:
If you did answer "No" or just closed the popup without agreeing, you need to go back to the list of articles, then click the link again, and this time answer "Yes" or "Always" or "Allow" to the popup. If you click "Always" you won't get this popup as often, if that option is offered.
This is library-approved software and is safe for your computer.
If you give permission to the Acordex popup, but still get a blank screen, check the top of the screen to see if you are using the correct version of your browser, or using Microsoft Internet Explorer. You might need to update your browser, or switch to another browser such as Firefox. Click here to learn how to check your browser version.
You may also or instead get a message saying that you need Java enabled, or need to load Java. Click here for help with Java.
After you entered your number the first time it was required during this session, you may not need to enter it again until you close your browser session. However, if you never got to enter it and can't get to Library services, you may need to change your browser's security settings. Click here for instructions.
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If you don't already have one, you will need to get a card at the Campus Center as soon as possible to check out library materials and use other facilities on campus.
Remember that if you spend a long enough time on the same page, you may be required to logon again. Just repeat the same process above.
Remember - you must be registered THIS SEMESTER and the semester must have ALREADY BEGUN to be sure of using these resources! If the semester for which you registered has not started yet, you may not be able to use library resources yet, even if you received a login for LionsLink and other services.
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You may see a popup that tells you that you need to load or enable Java before you can use this web page. This is software that runs the special viewer which allows you to use Library services.
If you get this message, or are having error messages or problems with Java, click here for more help.
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Check the following:
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Select your problem from the list:
Are you using Internet Explorer?
Sometimes upgrades or 'fixes' for IE problems can interfere with printing, even if you are able to see the information on the screen.
You have three options:
Many databases display the information in such a way that it does not print properly as you see it.
In these cases, look at the top, bottom, or sidebar of the database for a Print icon or link. This will allow you to reformat the page into a view that will print normally on your printer.
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To print from regular NetLibrary, click in the part of the frame with the book text/pictures, and then use your print button.
HOWEVER, if you are in Adobe Acrobat Reader, be sure to use the Adobe Acrobat Reader print button instead.
Remember - you must be registered THIS SEMESTER and the semester must have already begun to use these resources!
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Remember - you must be registered THIS SEMESTER and the semester must have already begun to use these resources!
If you tried to go to a Research Database and the login screen would not accept your password and gives you a message, click here.
If you clicked on a link to a Research Database and
OR
go back to the link and try again
If that doesn't get to the database, you may need to change browsers. Click here for instructions.
If everything else seems to be correct, there may be a temporary problem at the database site. Please notify the Library by email or by phone at (479)788-7200 or 1-800-935-9341 during regular hours if possible.
You may also try a different database -- some of the others may still be available if the first one you selected is down.
If you clicked on a link in the Research Databases and got a message that this site is not available, or that the server cannot be reached, please use the Back button (left arrow) on your browser, go to the same link, and try again one more time.
If your password was accepted, but you can't get through after several tries, please notify the library by email or by phone at 479-788-7200 or 1-800-935-9341 during regular hours if possible.
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Remember - you must be registered THIS SEMESTER and the semester must have already begun to use these resources!
Remember that you must be currently registered student / faculty /staff to use the databases. Our licenses with the databases do not allow access unless you are current.
Try entering your name and student number again, typing one key at a time, to be sure that there are no mistakes.
You must have your student number beginning with an @ symbol as shown on your student i.d. card.
You may need to check with the Library to be sure your new number is in your library record. Call (479) 788-7200 or (800) 935-9341 during open hours, or use email, or come into the library.
If your login is not accepted, you may not be in the Library's system. You will need to bring in your student identification card or printed schedule to the Library circulation desk during regular hours and request that you be entered into the library system.
You may not be in the Library's system if:
To check if you are in the Library's system, go to the Patron Information screen and login as described. If you cannot get your name to appear, you are not in the Library's system yet, and need to bring your schedule to the Library circulation desk during regular hours to be entered.
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Remember - you must be registered THIS SEMESTER and the semester must have already begun to use these resources!
You must set up your own account for NetLibrary to check out a book.
NetLibrary is a separate company and does not have any name or password information about you until you create an account. Only your name, country and email address are required information. You do not have to use the same name and password as on campus BUT only you can remember this information; the University has no record of it.
NetLibrary also cancels passwords if they are not used often enough. You may need to recreate your password.
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At the top of your browser screen, click on View and be sure that you have a check mark besides Status Bar. You should always show it normally.
The Status Bar shows at the bottom of your screen, and on a secure site (such as an online store) may show the locked padlock for a secure connection.
The Status Bar also shows the progress of your web pages as they load (the progress bar) as well as messages about any problems loading.
Some messages also have popup windows that tell you that you need a plugin or have other problems.
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AOL (American On Line) users must get another browser. The one provided to you by AOL usually does not have all the functions needed to access the Electronic Reserves and databases. You can still use AOL to connect to the Internet if you change to a fully functional browser version once you are connected.
For a list of browsers tested with Library services, click here.
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Microsoft Windows users ALERT!
Microsoft is known to issue patches and upgrades which may have unforeseen side effects on your Internet Explorer browser, among other actions. You may try using the Firefox browser instead if you have recently downloaded patches or upgrades. See browser instructions to obtain other browsers.
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This is a problem with Windows operating systems, and occurs with most programs, sooner or later.
It has nothing to do with breaking the law -- it is only a computer error message.
You may try loading the browser and accessing the same web site again. If you get another illegal operation message, restart your computer and then try again.
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To remove stuck print jobs:
You may need to reboot your computer to convince it to print again (and, if it asks, refuse to print any existing jobs that remain -- instead, cancel them all).
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Many databases have a Print link at the top, bottom or side of the article.
This will reformat the page into something simpler for the printer to handle.
Look for that link and click on it. The page should be reformatted into a simpler format.
Now print.
If there is nothing wrong with the connection to your printer, and you have no stuck print jobs, then the problem may be with your browser, especially if you are using Internet Explorer.
Select one of the alternate tested browsers and try going to the same page again.
If none of these steps work for you, or your problem is not listed,
please call (479) 788-7200 or 1-800-935-9341, during regular hours, or contact the Library by email for assistance.
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First see if you can use the site anyway. The plugin may not be needed to do what you want.
Some programs on the databases or other sites may require
Adobe Acrobat Reader to read ".pdf" materials. This should be on all the library computers. For your own computer, this can be downloaded for free, or is available on the library's CD-ROM.
Adobe Acrobat Reader from the Adobe site is considered safe to install.
To learn how to turn on your browser's Status Bar, click here.
Other plugins may be needed for some databases or web sites, to run certain features (such as moving pictures or sound/music). The site or the browser will usually tell you what is needed, and lead you through downloading it. You may have to install it, and perhaps even reboot your computer to activate it completely, before you come back to the web site that first required it.
In many cases, however, the plugin may only allow extra features that may not be vital to using the web site.
Plugins considered normally safe (when downloaded from these sites) which are often used:
If the browser does not have a link for the plugin required, try Firefox for Firefox plugins.
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Remember: enlarging the print on the screen does not affect the print size!
Always click on the printer icon of the Reserves (lower) window to print, instead of the Print button on the browser.
This also should allow you to enlarge the printing if you desire (whether or not you changed the print on the screen).
If you are having trouble getting anything to print at all while using Internet Explorer, we recommend changing to another browser such as Firefox. Internet Explorer often has updates which temporarily disable functions,such as printing, for certain programs.
However, sometimes Windows or your printer software simply will not accept larger printing from the EReserves software. In these cases, the printer software may be changed to do the enlarging.
REMEMBER: Instructions vary somewhat from printer to printer. You will need to explore your printer's settings. The instructions below are just guidelines and may not apply, word for word, to your specific printer, but may be helpful.
However, if you don't get such a printer popup before your printer starts to print, you may need to go to the printer software directly. This varies greatly from printer to printer, so check your printer's manual for instructions on changing print size.
You might need to repeat this procedure if you change articles in Electronic Reserves.
You may also need to change it back to 100% to print other web pages normally.
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Due to the many programs available for listening to sound files such as MP3 and wav, and video files such as mov and avi, it is impossible for the Library to keep compatible with all of them. The Library will focus on Windows Media Player, as this should be a default program available on Windows PCs, or the Apple Mac-compatible software available here.
If your preferred program cannot access the sound or video files available from the Library, try switching to Windows Media Player, at least temporarily, as your default listening program. See the instructions below.
HOWEVER -- if Windows Media Player says it cannot access the program, you might try another program. Some kinds of DVDs, for example, are not easily read by Windows Media Player. Try Media Player Classic, a freeware program that may be able to read discs that WMP cannot. Save this file to your computer, then click on it to install it. Then load it and use it to play from your DVD drive. You can also obtain it from here or on the Library Software CD available at the Circulation Desk.
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Go to My Computer and click on Tools. Then select Folder options. |
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Select File Types and scroll down to MP3, wav, mov, or avi files, whichever you are trying to use. Click on Change and you should get a list of possible programs to use. |
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Select Windows Media Player. If it is not in the list, click on Browse and go to C:\Program Files\Windows Media Player and select wmplayer.exe as the program. Click on OK to finish and exit My Computer. |
Now when you click on a link to a sound or video file with that extension, it should load the file into Windows Media Player.
You can follow the same procedure and re-select your preferred player as the default when you are done with Library files.
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The Boreham Library regrets that there is, at present, no way for library staff to test access via Macintosh software. We suggest you try the Mac version of Firefox 2.0.0.1 or later (also remember to get Java for your Mac), and follow the other relevant instructions here.
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We have not been able to test or enable other browsers to work reliably with library systems at this time. For example, Opera 8.5 does not print from Electronic Reserves.
Our screens are not formatted for optimal cellphone/PDA viewing at this time, but we are planning on that for the future. Please let us know by email if this feature would be useful to you.
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One method is to use Microsoft Office products viewers for Word, Excel, Powerpoint, Access, Outlook files, if you don't have the full versions of those programs. These are also available on the Library Software CD-ROM, which is available at the Library circulation desk for overnight checkout.
Another method is to use a compatible program such as OpenOffice a huge freeware program comparable to (and compatible with) Microsoft Office, including Word, Powerpoint, Excel - you can convert from OpenOffice format to Microsoft format and use on campus! For an enhanced version of this with more extras, try OxygenOffice Professional. This program is also available on the Library Software CD-ROM, which is available at the Library circulation desk for overnight checkout.
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Sometimes you may get a graphic (picture or photo) file that your computer can't recognize. In that case, you need a good viewer program.
One of the best FREE! viewer programs is IrfanView. Download it from http://www.irfanview.com and install it. Anytime you can't view something, try using this program to find it on your computer and view it. (This is the official website, and the links to other websites are safe. This program is safe from this source and linked sources, does not require registration, and does not have spyware or viruses. You do NOT need to install the Google toolbar or Desktop Search.
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| Boreham Library Web Site Search |
These pages are Tested for viewing at resolution 1025x768 with
Firefox 1.5.0.8 or 2.0.0.x or later, PLUS Java plugin
or MS Internet Explorer 6 with Service Pack 1 or 2. or later versions of 7 (7.0.5730.11 has been tested) With JAVA Enabled.
Internet Explorer updates may sometimes interfere with using library services. Please use another browser if that occurs.
AOL users please click here. Mac users please click here.
For PDF files, you will need installed.
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Boreham Library // University of Arkansas - Fort Smith OCLC code ASZ |
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Copyright 1998-
University of Arkansas at Fort Smith The UA Fort Smith site may include hyperlinks to websites maintained or controlled by others. UA Fort Smith is not responsible for and does not routinely screen, approve, review or endorse the contents of or use of any of the products or services that may be offered at these websites.
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